The Call Hold feature puts an active call on hold. The call remains active even though you and the other party cannot hear one another. You can answer other calls while the active call is on hold. Depending on your system settings, you can put an active call either on manual hold or auto hold.
By default, Avaya one-X Agent puts an active call on hold automatically when you initiate a new call or reactivate a previously held call. The option to configure the call hold feature is available under the Call Handling panel in the Agent Preferences dialog box.
Important
Important Avaya recommends using auto-hold feature as the auto-hold feature works best in the real-time scenario.
Note Avaya recommends that you avoid placing a conference call on hold as the system can generate music or a beeping tone while the call is on hold, based on non-ACD music on-hold feature administration. This may interfere with the other parties on the call who may want to continue talking without you.